- eCare 4.5 Administrator Guide (1Mb pdf)
- eCare 4.5 Release Notes (40Kb pdf)
- eCare Data Sheet (219Kb pdf)
- Motorola eCare with Managed Scripts (342Kb pdf)
- Remote Monitoring Solutions for Digital Video Components (2Mb pdf)
Motorola eCare enables support agents to assist customers anywhere in the world by providing a powerful diagnostic and resolution toolset that includes remote control, text-based chat, integrated customer surveys, file transfer, Managed Scripts and more.
Using just an Internet connection and a web browser, the support technician can see what the customer sees, operate the computer remotely and push scripts to resolve support issues quickly and securely.
Features
Comprehensive Web-Based Toolset
- Allows support specialists to diagnose and resolve incidents through the client's PC or Mac desktop
Web Browser Interface
- Supports both Microsoft Internet Explorer and Apple Safari environments
Server-Based File Transfer
- Allows more secure and centralized information management
Secure Interactions
- Secure encrypted connections and permission based interactions
Faster Incident Resolution
- On-demand deployment and management of technical scripts
Complete Documentation
- Archived session transcripts, surveys and reporting for improved agent performance and support visibility
Deployment Flexibility
- Hosted and licensed deployment options
Managed Scripts
Revolutionary in improving the overall speed and accuracy of support resolution while minimizing the amount of technical expertise required by the support staff, eCare permits the automated deployment and management of scripts. Ideal for supporting software and hardware applications, authorized agents can push scripts to execute a specific set of functions on the client’s Windows XP or Vista PC. From diagnostic sweeps to complex installations and configurations, Managed Scripts provide a more versatile and efficient approach to incident resolution, further limiting the duration of the support session and improving both the agent and customer experience.
CRM Integration
- eCare's optional integration server with bi-directional data transport allows for fast and easy integration with CRM and trouble ticketing applications
Server-Based File Transfer
- A server-based file transfer option allows administrators to pre-populate the eCare server with files which agents can push to customers during a support session, and this form of file transfer ensures that information remains consistent across the support organization
RESOURCES SPOTLIGHT
